WORKSHOP SAP SOLUTION MANAGER

HERUG conference 8 June 2009 University of Toronto

AGENDA
1. 2. 3. 4. 5.

Prelimenary remarks on CHANGE High-level overview of SAP Solution Manager (SSM) Integrated environment for Software Lifecycle Management SAP Solution Manager & Enterprise Support Impact for IT Support Organization
IT Operations (technical) IT Applications (functional)

6. 7.

ITIL & SAP Lifecycle Framework Building the SAP Solution Manager Roadmap

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SAP SOLUTION MANAGER

Preliminary remarks on CHANGE

GROWING COST OVERRUNS

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GROWING TIME OVERRUNS

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QUALITY FAILURES

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SAP Solution Manager

An ERP system for IT environment Ultimate goal: mastering CHANGE management Cost overruns

Time overruns

Poor quality Manage all, concentrating on customer satisfaction

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ITS ALL ABOUT..

CHANGE

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IN BUSINESS
CHANGE
Comes slowly Will take time Charles Darwin knew

Expectation management needed

Change is NOT an overnight thing In contrast with (top-) executives wishfull thinking
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SAP SOLUTION MANAGER

High level overview of SAP Solution Manager

OVERVIEW & CONCEPTS OF SAP SOLUTION MANAGER SSM: usage scenarios Towards a transparent SAP solution High level overview of SSM
Roadmap Model Roadmap Scope

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SAP Solution Manager: Usage Scenarios

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Monitor your entire SAP landscape from One Central Point All, all, , all

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High Level Overview of SAP Solution Manager Roadmap Model

T e c h n i c a l
F u n c t i o n a l

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High Level Overview of SAP Solution Manager Roadmap Scope

1. Technical base (Gateway to SAP included) 2. Functional base 3. Solution Monitoring 4. Implementation /Upgrade 5. Service Desk 6. CHARM
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SAP SOLUTION MANAGER

Integrated environment for Software Lifecycle Management

Current SAP system landscape

Development-O In Project
SLM (ERP 6.0 - NW 7.01)
and?

Quality Ass.-T
ERP 6.0
NW 7.0 [CST]

Production-P
ERP 6.0 - Ehp4
NW 7.0 [CSP]

ERP 6.0
NW 7.0 [CSO]

ERP 6.0
NW 7.0 [CSU]

ERP 6.0
NW 7.0 [CSV]

EH&S (ERP 6.0 - NW 7.0)

CRM 4.0
NW2004 [CRO]

CRM 4.0
NW2004 [CRT]

CRM 4.0
NW2004 [CRP]

SOFTWARE LIFECYCLE MANAGEMENT

Identity & Access Management New UM website

relate d

SRM 4.0
WAS 6.40 [SRO]

SRM 4.0
WAS 6.40 [SRT]

SRM 4.0
WAS 6.40 [SRP]

BI 7.0
NW 7.0 [BIO]

BI 7.0
NW 7.0 [BIT]

BI 7.0
NW 7.0 [BIP]

prerequisite
SAP Solution Manager 7.0
Transactions NetWeaver Tools January 2009

PI 7.0
NW 7.0 [XIO]

PI 7.0
NW 7.0 [XIT]

PI 7.0
NW 7.0 [XIP]

SNP 7.0
NW 7.0 [UPO + BPO]

SNP 7.0
NW 7.0 [UPT + BPT]

SNP 7.0
NW 7.0 [UPP + BPP]

SSM 7.0
NW 7.0 [SLO]

SSM 7.0
NW 7.0 [SLP]

NWDI ..
NW0 [DIP]

INTEGRATED ENVIRONMENT FOR SOFTWARE LIFECYCLE MANAGEMENT

SAP landscapes tend to become more and more complex over time
Inherent effect of INTEGRATED nature

ITIL is the universal standard for IT management

Challenge: applying universal Best Practices to concrete individual circumstances

SAP standpoint regarding Software Lifecycle

Plan ITIL: Requirements and Design phases Build ITIL: Build and Deploy phases Run ITIL: Operate and Optimize phases
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INITIAL PLANNING DOCUMENT SAP SOLUTION MANAGER (February 2009)

Reasoning:
Typical for todays Implementation and Support of (SAP) applications
Complex landscapes Ever rising TCO

Considerable cost savings possible using SSM

Awareness is growing due to SLM implementation experience Becomes urgent now because of long freezes Everything effects everything effect
Spider web: pulling one thread can destroy the whole thing

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Importance of SSM for the university

Facilitates:
Faster implementation Easier operation Better optimization

Both technical and functional SSM is the ERP for IT Key features:
Documented communication with SAP (EWA, download of software, licence keys, activation keys, ) Proactive support through diagnostics (before problems occur) One single location facilitates enforcement of documentation standards Standardized and central access of documentation facilitates Kowledge Management Automated testing Support of ITIL Support of AcceleratedSAP (ASAP) and RunSAP
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Benefits SSM for the university

Project Management
Consolidates the different ways of working Less Implementation partner driven
Easier enforcement of following documentation standards Documentation moves away from the desktops of (external) consultants Enhanced consistency across documentation

Implementation
Documentation, educational materials, testing scripts can be accessed very easy

Operational Support
Proactive Support of technology, processes, interfaces etc. from ONE single point

Service Management
SSM facilitates ITIL support processes
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SAP Solution Manager at a glance

Think BIG, start small, but do START
Solution Manager is mandatory, SAP contractually requires usage of this Business Case: ROI 1 to 2 years due to more efficient support effort Develop a Roadmap for implementing Solution Manager
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Inzet formatie SAP domein
20 15 Fte 10 5 0 Varianten Lineaire groei Afnemende meerinspanning Vrijkomend voor projecten

Fte reduction in IT support: Red: linear growth without SSM Green: less growth with SSM in place Yellow: available for IT innovations

SAP SOLUTION MANAGER

SAP Solution Manager & SAP Enterprise Support

SAP Enterprise Support - the story so far: the announcement

July 18, 2008 SAP announced universal rollout of SAP ES to all customers
Objective: supporting customers complex requirements meet eSOA needs Created enormous volume of dust because of pricing issue (17% 22% higher maintenance fee) Will further explain on this in SUGEN session of tomorrow
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SAP Enterprise Support the story so far: the content

The content side of this announcement did not get any publicity at all, here it is:
SAP ES is an enhanced support offering (justifies price increase, according to SAP) Comprises additional services and SLAs to all customers SAP ES requires the use of SSM Enterprise Edition (previously available for MaxAttention customers only As a result all customers can now download this activation component Customers are required contractually to implement several functions in SSM in order to be able to access SAP ES offerings SAP ES includes all previous support offerings and several updates
Continuous Quality Checks Remote services for technical Risk assessment As well as continuous improvement 24x7 support advisory center SLAs with SAP possible on priority 1 and priority 2 messages

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SAP SOLUTION MANAGER

Impact for IT Support Organization

Monitoring - The Old Concept

FVS PLM CUS SCM ECC

Old concept is not extendable to the new world

Increasing number of components (R/3 + CRM + 3rd-party + ITS + ) Many new components have their own individual administration and monitoring tools Exploding costs for training, implementation and operations
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CUS

System administrator

SAP Service Marketplace

SAP Active Global Support

SAP Solution Manager: Central Point of Access

FVS PLM CUS SCM 4.6C CUS

System administrator

SAP Solution Manager

SAP Service Marketplace

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SAP Active Global Support

THE IMPACT FOR IT OPERATIONS

At the IT operations side there is not that much new
Will be better informed then before

Most attention draws Solution Manager Diagnostics

Because it is relatively new.

New also means: instable to a certain extent Install Solution Manager Diagnostics part on separate hardware?
Still needed anymore?
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THE IMPACT FOR IT APPLICATIONS

More challenging Individual toolboxes now under the same integrated - umbrella
ASAP iTutor

Very important new features

ChaRM RunSAP
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SAP SOLUTION MANAGER

ITIL & SAP Lifecycle Framework

ITIL & SAP LIFECYCLE FRAMEWORK

Meeting deadlines or staying within budgets
No longer solely defines the success of application development or application integration The driving priority is to satisfy customers needs through the planning, development, and operation of an efficient and effective solution landscape Focus should not be placed only on implementation projects for new solutions, but on the whole lifecycle and the whole solution

The SAP Lifecycle Framework describes

the lifecycle of SAP based solutions the support offered by SAP for each phase
Plan phase Build phase Run phase
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ITIL: Requirements and Design ITIL: Build and Deploy ITIL: Operate and Optimize

SAP SOLUTION MANAGER

Building the SAP Solution Manager Roadmap

Scoping: where to go how when ?

Selective SAP Solution Manager Functionality Complete Starting Point Intermediate Solution Optimal Solution Complete Selective

SSM Utilization in the Organization

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SAP Solution Manager Roadmap 2009/2011

> 2011
Double
Solution Monitoring Business Process Monitoring Job Scheduling Management Diagnostics Cutover

Service Desk

CHARM

Implementation / Upgrade

In Scope: Short term In Scope: Second Half 2009 In Scope: First Half 2010 In Scope: after August 2010 Out of Scope

Templates Customization Synchronization

Retrofit

System Monitoring

3rd Party Integration

Change Management with TMS Proof of Concept Charm Change Management without TMS

Test Management

Central System Administration EWA/SLR

SLA Management

Build Solution

Basis Service Desk

Project Standards

Global
Functional Base Business Process Mapping Populated Business Processes

Global
Solution Directory

Standards

Technical Base 2/3 Solution Manager System Landscape Connections with Satelite Systems Maintenance Optimizer

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SLD

Connect to SAP

Dec

Jan

Feb D

Mar Q

Apr P

May

Jun

Jul

Aug

Sep

Oct

Nov

Dec

Jan

Technical Base Standards Business Process Mapping Populate Business Processes Solution Directory Project Standards Test Management EWA/SLR CSA System Monitoring Job Management Service Desk POC Charm ICT Charm Servicecentre

3+

DISCUSSION POINT 1

SSM Landscape
1-system (current situation) 2-system (Solution Manager Diagnostics) 3-system (ChaRM)

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DISCUSSION POINT 2
SSM architecture
Basis
Technical Base Functional Base Monitoring Diagnostics Redesign project (next big thing) Implementation/Upgrade (ASAP, RunSAP)
a.o. ARIS synchronization

Technical Functional

ServiceDesk (ITIL) ChaRM BPM

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QUESTIONS

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